Senior Manager, Learning & Content

Dave

4d • $158,000 - $204,000 • Remote

About The Position

As Sr. Manager, Learning & Content, you’ll lead the Learning & Development function for Member Success & Operations. You’ll own how knowledge is built, governed, and delivered across our member support ecosystem — from onboarding and ongoing enablement to help center content, macros, chatbot knowledge, and AI-ready content structures. You’ll partner across Product, Operations, Compliance, Legal, Risk, Engineering, and BPO leadership to translate product and operational change into training and content that supports both agents and members. You’ll also help shape how AI surfaces retrieve and deliver information, improving the quality and consistency of member experiences over time. This is a highly cross-functional leadership role with meaningful influence across operations, member experience, and AI enablement strategy.

Requirements

• 7+ years of experience in Learning & Development, enablement, knowledge management, or content operations
• Experience supporting large-scale contact center operations, including outsourced/BPO environments
• Experience leading and developing teams, including senior individual contributors or functional leads
• Strong instructional design experience across onboarding, simulations, assessments, microlearning, and competency-based enablement
• Experience owning multi-channel support content including help center articles, chatbot content, IVR flows, macros, templates, and internal knowledge systems
• Experience building or improving knowledge bases, LMS platforms, or AI-adjacent content systems
• Familiarity with optimizing content for LLM or retrieval-based systems through tagging, structure, taxonomy, prompt-aware content design, or knowledge retrieval frameworks
• Strong analytical and operational judgment with the ability to connect QA, voice-of-member, and business metrics to enablement priorities
• Comfortable partnering cross-functionally with Product, Engineering, Compliance, Legal, Risk, and Operations teams

Nice To Haves

• Experience supporting a generative AI assistant or conversational AI product
• Background in fintech, banking, or another regulated environment
• Experience partnering with data science or ML teams to improve AI performance through knowledge and content systems
• Experience leading enablement through major product launches or regulatory change initiatives

Responsibilities

• Lead the learning strategy and operating rhythm for Member Success & Operations, including onboarding, continuing education, and just-in-time enablement for internal teams and BPO partners
• Build scalable enablement programs tied to product launches, policy updates, operational changes, and evolving member needs
• Own standards and governance for member-facing and agent-facing content across help center articles, macros, chatbot knowledge, IVR scripts, templates, and internal documentation
• Improve how knowledge is structured and surfaced for both humans and AI systems through semantic tagging, content architecture, metadata standards, and retrieval optimization
• Partner closely with Product, Engineering, Compliance, Legal, and Member Experience teams to sequence launches and ensure training and content readiness are built into operational timelines
• Lead, coach, and develop a growing L&D team while strengthening systems, processes, and long-term knowledge management practices

Benefits

• Flexible hours and virtual-first work culture with a home office stipend
• Premium Medical, Dental, and Vision Insurance plans
• Generous paid parental and caregiver leave
• 401(k) savings plan with matching contributions
• Financial advisor and financial wellness support
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break
• All-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed